PUBLIC ADMINISTRATION

Back office transformation

MAKING BACK OFFICE A CENTER OF INNOVATION

Proven strategies can transform government back office into centers of innovation by reducing the time and effort spent in transactional processing and compliance, thereby increasing capacity for value added efforts that can drive innovation.

TRANSFORMATION THROUGH INNOVATION

New Accenture research makes it clear: Citizens want more innovation from government. Government employees see innovation as part of their day-to-day jobs. And government executives recognize their role in leading their organizations to be more innovative.

EVEN SO, ONLY 9%

of agencies in the U.S. (8% globally) stand out as government innovation leaders.

Accenture surveyed nearly 600 government professionals in 10 countries—yielding a unique perspective on government innovation around the world. Discover what they’re getting right—and the lessons to fuel higher performance across Accenture’s Innovation Framework.

The pilot identified the first method as the most effective—and demonstrated potential to

SAVE AN ESTIMATED300,000

Investing for Transformation

Transformation Through Emerging Technologies

Among the foremost missions of government is to improve the delivery of public services and meet the rising expectations of citizens. Our research clearly shows that the time for experimentation, adoption and exploitation of intelligent technologies has begun.

Learn More: Adopting Intelligent Automation

Emerging Technologies

Assistant Commissioner,Digital Program Delivery
Australian Tax Office

“The capabilities of the workforce therefore need to change. The workforce needs to become much more inquiry-based, with an inquiry-based questioning capability and an ability to create linkages. Those aspects become far more important in the service delivery context.

[Emerging Technologies] are going to tackle the higher-volume, lower-complexity workloads that our human resources currently need to be applied to. What you’ll have is a human resource pool that’s being applied to the higher-value, higher-complexity interactions, whatever channel they come in from.”

Learn More: Transformation Through Emerging Technologies

Among the foremost missions of government is to improve the delivery of public services and meet the rising expectations of citizens. Our research clearly shows that the time for experimentation, adoption and exploitation of intelligent technologies has begun.

Business Advisors

Process Specialist

Process Delivery

Digitalization

Self Service Robotic Factory

Global Productivity Hub

MiniBots

Achieving productivity of 17,000+ FTEs through automation

LEARN MORE: Innovative Robotics Process Automation (RPA)

In December 2016, HfS Research highlighted Accenture’s strong innovation and holistic strategy for intelligent automation finding that, “Accenture is pushing the envelope on innovation while leveraging the transformational capabilities of its consulting division.”

Insights-Driven Investments

Former Head of Business Design
UK Department of Work and Pensions (DWP)

“We’d like the operation to work in quite a different way – being able to spend more of their time doing the high-value work. That’s the answer that touches the biggest section of our population, but in addition, there are smaller bits of the business, like data scientists, where we need to be investing much more heavily.”

Learn More: Launching an Insights Driven Organization

Leading organizations are moving beyond just using analytics and are transforming themselves into insight-powered enterprises.

Accenture studied the most analytically-mature companies to better understand this transformation.

Applied Data Analytics

HR analytics delivered insights that are empowering Massachusetts Department of Transitional Assistance (DTA) to improve workforce planning and work allocation—including casework management based on absenteeism patterns.

ANALYTICS REVEALED A MAJOR RISK:

THE IMPACT OF A HEAVY VACATION SEASON.

7,000 cases at risk

DTA ENGAGED OTHER STAFF TO FILL THE GAPS,STAYED ON TRACK AND PROCESSED...

11,500 additional cases

“What gets measured gets treasured” is a statement that speaks to the power of analytics, but also underscores the commitment of the Commonwealth to its greatest “treasures”: its dedicated workers and the citizens they serve.

Learn More: Public Service Analytics

Public service leaders must adopt an enterprise-wide strategy and practical structures to build talent, gain investment and engage users if they are to improve transparency, reduce costs and deliver more insight driven services.

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